Dear Millie, I am sorry its taken a little while to respond to you. I am genuinely sad to see your comments. The property you proposed to purchase was never advertised with accepting the help to buy scheme, whether that be on any property portal or on the particulars as our client wasn’t registered with the scheme. As you mentioned, there are several builders on the site, with different builds and different criteria – all are not the same. If this information had been relayed to us that you needed the help to buy scheme, we could have advised you from the very beginning of your enquiry. We dealt with your conveyancer and your mortgage advisor who didn’t advise us of this either. I understand how upsetting this whole process must have been for you and I am sorry you didn’t get the outcome you wished for. I wish you and your family all the best for the future. Samantha

Dear Sophie, I am sad to see your review today. I know how incredibly stressful it is moving home, even more so when you set your heart on a property that you are unsuccessful with. The particular property you were interested in was an extremely popular property. You were advised upon booking the viewing, that the property had come back available due to a chain collapse at the eleventh hour and since going back on the market it was receiving an incredible response. This is the reason why we advised you to not advise the owners of the one you were already purchasing in the chance that you were unsuccessful with this one. Upon receiving several offers on the property we wanted to ensure we did our due diligence on each offer and their full chain below, presenting all the facts to our owner for them to make a well informed decision. Given the current climate, this did take a little longer than usual but as explained, we wanted our owner to feel confident in who they decided to sell to. Ultimately, as an estate agent, we make no decisions on who the owners decide to sell to, we present them with all the facts and they make the choice. There was always going to be an unhappy ending for the unsuccessful applicants that missed out on this property and unfortunately you were one of them. All the best for the future Sophie and I wish you well in your new home. Samantha

Good afternoon Chris, I am sad to see you have left my office a negative review today. You have left us limited information to go on for us to investigate your comments. I can assure you we make hundreds of courtesy calls each week to keep our clients well informed and updated on the sale of their property. I see from your profile that you have left many reviews for all different firms this afternoon, a fair few negative too. If you have indeed had a negative experience with us Chris, can I ask you to make contact with me personally. I would love the opportunity to discuss your review with you direct, if you could contact me at your earliest convenience on s.nicholson-merritt@lovelle-property.co.uk or by telephone on 01472 812250 and ask to speak with Samantha. I look forward to hearing from you.

Good afternoon Larissa, I am sad to read your review today and to see you have struggled making an appointment. I have searched our database and I can see you haven't had any dealings with my branch here at Humberston. It is disappointing as an independent branch to receive a negative review when we have had no relations with you. We pride ourselves here on customer service and always strive to get it right. I would love the opportunity to discuss your review with you direct, if you could contact me at your earliest convenience on s.nicholson-merritt@lovelle-property.co.uk or by telephone on 01472 812250 and ask to speak with Samantha. I look forward to hearing from you.

Good afternoon Miss Moo, I am terribly disappointed that you have left us a negative review. Our customer service level is very important to us and we strive every day to get it right. Our customer satisfaction survey is currently running at 99% of customers that would recommend us. I have searched our sales data base so that I may make contact with you, however I have been unable to locate your details as ever being logged on our system. I can only presume that maybe it was a property to let that you went to view and this is not something that is handled at my office. I do hope you will get in contact with me at your earliest convenience so that I may investigate the issue further. You can contact me direct on s.nicholson-merritt@lovelle-property.co.uk or by telephone on 01472 812250. I look forward to hearing from you. Samantha, Branch Partner.

Good afternoon Andrzej, We are terribly disappointed that you have left us a negative review with no explanation as to why. Our customer service level is very important to us and we strive every day to get it right. Our customer satisfaction survey is currently running at 98% of customers that would recommend us. We have searched our data base so that we may make contact with you, however we have been unable to locate your details as ever being logged on our system. We do hope you will get in contact with us at your earliest convenience so that we may investigate and resolve the issue. You can contact our dedicated manager, Samantha direct on s.nicholson-merritt@lovelle-property.co.uk or by telephone on 01472 812250.

Thank you for taking the time to post two reviews on our Humberston estate agency branch and our Grimsby estate agency branch pages. We believe your viewing appointment was not actually with either of these branches but with our Grimsby lettings business. Your review has been referred to our lettings team. We take our customer service very seriously and we are sorry that you felt our representative agent spoke to you in a detrimental way. This was certainly not our intention. If you would like to discuss the matter with a representative of our business please contact the lettings department directly, we would be happy to discuss this matter with you.